2. After callwork event contain these attributes
General info
Name | Description |
eventTime | The time at which the event occurred |
conversationId | Unique identifier for the conversation |
participantId | Unique identifier for the participant |
sessionId | Unique identifier for the session |
mediaType | The session media type |
provider | The source provider for the session |
direction | The direction of the session |
ani | Automatic Number Identification (caller's number) |
dnis | Dialed Number Identification Service (number dialed by the calling party) |
addressTo | The address receiving an action |
addressFrom | The address that initiated an action |
callbackUserName | The name of the user requesting a call back |
callbackNumbers | Callback phone number(s) |
callbackScheduledTime | The time at which a callback was scheduled to occur |
subject | The subject for the initial email that started this conversation |
messageType | Message type for messaging conversations |
Wrappucode
Name | Description |
userId | Unique identifier for the user |
divisionId | Unique identifier for the division associated with this user |
queueId | Unique identifier for the queue |
wrapupCode | Wrapup code |
wrapupDurationMs | The amount of time spent in after call work in milliseconds |
3. API call to BOFE backed Contains
eventTime
conversationId
direction
mediaType
ani
dnis
subject (in case of email inetraciton)
userId
wrapupCode
4. Get User
Genesy API
Get user based on user id
https://api.{{environment}}/api/v2/users?pageSize=1&pageNumber=1&id=657d0069-f83b-4569-84f8-1afea4b39516
5. Get Wrap Up code
https://api.{{environment}}/api/v2/routing/wrapupcodes/:codeId
6. Communication History API
